Appalling Service from FNB

I really do not know where FNB find some of their staff or how they train them. I have a problem regarding a purchase made on www.wawclubs.com after more then a month of waiting for my parcel and attempts to contact the merchant know one ever comes back to me. I have send a query to FNB to investigate this matter and they just keep on coming back saying they cannot help as they need to communication between my self and the merchant requesting a cancellation or refund. I have advise them that the merchant does not reply to any email send or messages send via the website, but no still they cannot understand that the merchant does not come back to a customer and that this was a ****. I am really disgusted with the service from FNB and that their staff cannot read or understand English. Clearly who ever is attending to my query has no idea what they are doing. Coming from the banking industry both with a background in Merchant Services and Card division I have realized that FNB has no idea what they are doing and clearly need to send their staff for training.